Merging tickets and related conversations
Merge duplicate tickets into one record or link related conversations while keeping their threads separate.
What it is
Merge Tickets combines duplicate ticket work into one surviving ticket. Related-conversation links let you associate work while retaining separate threads. Choose the action that matches how the customer request should be handled.
Who uses it and why
Operators merge duplicate tickets to keep replies and notes together. Supervisors review duplicates and use links where several conversations concern the same issue but need separate handling.
Where to find it
Use the visitor's conversation list to review tickets. Drag an eligible ticket onto another ticket to open Merge Tickets.
The conversation pane also offers Link / Unlink Conversations to this Ticket or Link / Unlink a Ticket to this Conversation, depending on the selected conversation.
How it works
For a merge, review the source and destination in Merge Tickets. The confirmation identifies which ticket will move into which other ticket. Select Merge only after checking that direction.
INSIDE moves the source messages, related links, support conversations and notes into the destination. It removes the source conversation as a separate record and adds a system comment identifying the merge. The surviving conversation can take the earlier start time.
For related work, use the link control to select the conversation or ticket. Each thread retains its own messages. Use Unlink from Ticket when the association is no longer appropriate.
Configure it
There is no separate merge settings screen in this workflow. Open the relevant visitor and review the available ticket or link actions.
If you need to preserve two separate threads, use the link action. A display that combines the same contact's history is a separate history setting and does not perform this merge.
Limits and good to know
- A completed merge has no confirmed undo action. Check the destination carefully.
- Linking does not copy all messages into the other thread.
- Linking can also reconcile visitor contact identity with the ticket's contact.
- A support conversation has its own replies, recipients and status even when it belongs to a parent conversation.
Depends on and works with
View all connections as a list
This feature uses
- Internal commentsEnhances
A ticket merge moves message feedback notes to the surviving ticket.
- Conversation history and searchRelated
Review the conversation history before choosing duplicate tickets to merge.
- Email ticket handling and statusesRequires
Merging tickets or linking conversations to a ticket requires existing email tickets.
- Email replies and support conversationsEnhances
Support email conversations move with a merged ticket and can remain separate threads under a parent conversation.
- Contact merge preview and assignmentRelated
Linking a conversation to a ticket can also change its linked contact.
Used by
- Incoming email and ticket repliesEnhances
Late support replies can create a new ticket related to the earlier work.
- Email replies and support conversationsEnhances
Linked conversations can supply extra transcript content when the email reply settings permit it.
FAQ and troubleshooting
How do I keep two conversations separate but connected?
Use the link control. The threads remain separate and the link can be removed later.
Which ticket survives a merge?
The destination shown in Merge Tickets survives. Read the confirmation before choosing Merge.
Where did the original ticket go?
After a merge, its messages and associated work belong to the destination ticket. Open the surviving ticket and look for the merge system comment.